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The Fragrance Shop Reviews

1.4 Rating 288 Reviews
10 %
of reviewers recommend The Fragrance Shop
Company Reviews Questions Metrics
1.4
Based on 288 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 34%
Accurate And Undamaged Orders
Greater than 79%
Customer Service
Communication Channels
Live Chat, Telephone, Email
Queries Resolved In
Over A Week
Customer Service
1.2 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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Luna
Unverified Reviewer
“Trusted Scam Recovery Experts Who Actually Deliver Results”
The Fragrance Shop 1 star review on 29th July 2025
Helpful Report
Posted 3 months ago
Anonymous
Unverified Reviewer
“The first subscription came through fine, thought I must be lucky. Was telling everyone how good it was I get to change my perfume every month and all this. Until the 2nd month come and I am now in the bin with everyone else. No sign of my 2nd perfume but the money has been taken and I’ve contacted customer services as they gave me a fraudulent tracking number but claiming the parcel is with Royal Mail and unable to give me a tracking number. Useless”
Helpful Report
Posted 3 months ago
Anonymous
Verified Reviewer
“They sent me a parcel with a missing item & a bunch of leaking printer cartridges and fabric instead. I have been having repeat conversations with them for over a month and they keep requesting the same information, not offering a solution and being utterly unhelpful, unprofessional and beyond time consuming. I've been a customer for years and am utterly appalled with their service when something goes wrong on their end. Do not recommend ordering from them in future.”
Helpful Report
Posted 3 months ago
Claire
Verified Reviewer
“If I could give no stars I would. The customer service is appalling and they do not help when there are any issues. I had a problem and emailed about it only to be deliberately sent around in circles for ages and lose my money. It was an absolute waste of time and my money was just taken with nothing to show for it. They sent me a loose bottle and couldn’t care less!”
Helpful Report
Posted 3 months ago
Helen Challand
Unverified Reviewer
“If I could give zero stars I would. I never received last months subscription. I haven’t received this month. Customer service are appalling. They don’t help. Don’t offer any solutions. Take ages to respond. Keep away from this subscription and save your money.”
Helpful Report
Posted 4 months ago
Anonymous
Verified Reviewer
“I ordered, 10 items to be delivered as click and collect, next day. This was supposed to be beforehand Father's day. Got a conformation email with the order number. But been a week and no delivery, and worse the tracker can't even trace the order. Raised the issue with customer service, but only received an automated reply and nothing beyond. Very disappointed. Didn't get my order or don't know what happened. Extremely bad service. I should have gone to other retailers.”
Helpful Report
Posted 4 months ago
Anonymous
Unverified Reviewer
“Not made aware of annual membership fee”
Helpful Report
Posted 4 months ago
Zara
Verified Reviewer
“Do not sign up for scent addict. From start to finish I have had nothing but problems. Received an email saying I could change my month, but then couldn’t. Customer service was shocking so ended up with same one as last month. Then I received the wrong perfume another month, customer service again absolutely rubbish. Got no where then got ignored!”
Helpful Report
Posted 5 months ago
Anonymous
Unverified Reviewer
“I've cancelled my subscription. Got 2 cancel generic email from scentaddict to say my subscription now cancelled. They still taking £12 out of my bank account at randomly. Now £24 out of pocket and despite phoning them they now want proof I actually signed up for this but my accounts been closed by them. This is so stressful, I'm a student and although £24 quid doesn't sound much to lose it is when I can't by food. My bank was informed and told me they'd blocked payment but money still being taken out.I've now reported them to trading standards. Steer clear of signing up as it's not worth the stress.”
Helpful Report
Posted 5 months ago
Natasha
Verified Reviewer
“If You Have a Problem, It Won’t Be Resolved Scentaddict by The Fragrance Shop might be fine if everything runs smoothly, but **the moment you have an issue, don’t expect it to get resolved.** The customer service is beyond frustrating—**they don’t read emails properly, promise call-backs that never happen, and close cases without actually addressing the problem.** Despite updating my address in their system (with proof from previous emails), they **sent my orders to the wrong place twice.** I initially just asked for my missing perfume to be resent, yet not only was that ignored, but the same issue happened again the next month. To make matters worse, I cancelled my subscription **over a year ago**, yet I’ve been charged this entire time **without receiving a single product.** No refund, no resolution—just automated responses and dead-end support. On top of that, their website is glitchy when selecting fragrances, making it even more frustrating. If you ever need actual customer support, **be prepared to get nowhere.** Would not recommend.”
Helpful Report
Posted 7 months ago
Alice Neary
Unverified Reviewer
“Customer service is absolutely terrible. I would give it no stars if I could!!!”
Helpful Report
Posted 7 months ago
Tom
Verified Reviewer
“Please avoid this company at all costs! I purchased a bag and mens fragrance nearly a month ago and still has not arrived. I contacted the company multiple times via email and each time with a lame excuse that it is either on its way (after 2 weeks had passed) or they are investigating. It is evident they are trying to deceit their customers and prolong any refund or compensation. As a former e-commerce director myself, it is absolutely absurd how they treat their customers and also perplexing at the same time, as it all it does is make the customer more disgruntled, resulting in doing what I am doing and giving the company negative press, thus resulting in less sales. They are not looking at the bigger picture and they need to completely restructure their customer service and senior management teams to fully thrive and be a trust worthy company. To do this day, I have yet to be refunded for goods that I purchased that I did not receive.”
Helpful Report
Posted 8 months ago
Jodie
Unverified Reviewer
“Bought 6 months upfront at a cost of £66 but still continue to have £12 taken out of my account monthly. Any attempts to email customer services are greeted with a reply saying they are having a high volume of customer complaints (no wonder) due to circumstances outwith Thier control (doubt it) and that they will assume my problem is resolved unless it I reply to that email. Replying to that email just gets you the same reply a few days later. This has happened five times now. Have also contacted them on Instagram DMS and was told someone would be in touch which they obviously haven't bothered to do. Aside from the paying double and no customer service the actual subscription has been pretty good.”
Helpful Report
Posted 8 months ago
Anonymous
Verified Reviewer
“28th my parcel arrived flip packed and empty with a Royal Mail notice of damaged package. 28 days later no refund or productive email only generic emails from fragrance shop. Scammer????”
Helpful Report
Posted 9 months ago
Bryan G
Unverified Reviewer
“Unauthorised Charge - Disgusting Customer Service I have never been more appalled by the customer service of any company. In December 2023, I purchased a Paco Rabanne Gift Set for my mum and joined The Fragrance Shop’s membership because it promised additional discounts on future purchases. When the order arrived, the travel spray was missing. This was a gift, and I didn’t want to give my mum an incomplete set, so I contacted their team. When I initially reached out, I didn’t even request a refund. I simply asked for the missing travel spray to be sent or a replacement set altogether. After several emails and repeatedly asking to escalate the matter to a supervisor, I was told I’d receive a returns form in the post. That form never arrived. Left with no other option, I had to give my mum an incomplete gift on Christmas Day. In January 2024, I followed up again and received no resolution from “Kelly H,” despite being assured the form was on its way. Fast forward to July 2024, I remembered I had signed up for their membership and emailed to cancel it—there was no way I wanted to give this company more of my money. I also reiterated my awful experience. They apologized, confirmed the membership was canceled, and offered to send me perfume samples as an apology. Unsurprisingly, the samples never arrived. To make matters worse, in December 2024, they charged me £15 for renewing the membership I had canceled months earlier. This is an absolute joke. I contacted them again on January 6, 2025, demanding my money back and a resolution to this nightmare. So far, all I’ve received is a generic response, with no action taken. Who is running this company’s online customer service? Their incompetence and lack of accountability are shocking. This company clearly doesn’t care about its customers. I am demanding my case be escalated immediately, my money refunded, and answers for this complete failure in service. Avoid this company at all costs. They’ve wasted my time, caused unnecessary stress, and failed to provide even the basics of customer care.”
Helpful Report
Posted 9 months ago
Anonymous
Unverified Reviewer
“Total scammers, took my money then posted item back to their warehouse. Like others tried to get refund, in essence they have stolen my money. I'm now blocked on Facebook! For trying to raise awareness.”
The Fragrance Shop 1 star review on 16th January 2025
Helpful Report
Posted 9 months ago
Anonymous
Unverified Reviewer
“Anyone thinking that they are going to get a refund from this company are just kidding themselves. Please contact Trading Standards, as this company are fraudulent. Don't believe me...wait and see...”
Helpful Report
Posted 9 months ago
Anonymous
Verified Reviewer
“I bought a Christmas present in December (still hasn't arrived) I've been in touch with "April" from customer services who sends an automated response. No sign of the product, a replacement being arranged or a refund despite multiple contacting of them.”
Helpful Report
Posted 9 months ago
Kg
Unverified Reviewer
“Got the 2024 advent calendar and there is no way the items in it are worth as much as they claim, some are really cheap and it also states on the sleeve there is a voucher, there isn't, very disappointing and when you try to contact them, you can't, don't buy”
Helpful Report
Posted 10 months ago
Amy
Unverified Reviewer
“Pre-ordered a perfume advent calendar at the beginning of September for a Christmas present. Got to mid October, hadn't heard anything, so emailed them about it - no response. Left it a few weeks, as I appreciate they're busy, but still hadn't heard anything by November so emailed again and got a generic response from 'April' a few days later saying I need to wait at least 10 days for my order to arrive... 2 months after I'd ordered it. Emailed back and got another email from 'Sinah Z' saying they need to speak to support about it and will get back to me. Heard nothing. Called up and waited in a long queue of 60+ people only to then be told the advent calendars were out of stock and there would be no more - At what point did you know that? Why didn't anyone tell me that before I had to ring up 2 months later?! This was a gift for a family member too, so they would have been left with nothing, if I didn't use my brain. And why are you taking more pre-orders than you can physically fulfil?? Spoke to a call handler who said it would be cancelled. Then got an email to say "sorry YOU wish to cancel your order" - I didn't want to cancel it, you guys being incompetent did. Then I got a second email to say no money had been taken, when I could see they had taken over £100 and definitely not replaced it. Countless emails and calls (of being in a queue of 82 people at it's worst) later, the last call handler went to speak to support said I'd be refunded in "3-5 days". Waited past that period of time, still no refund. Over 3 and a half months later of this nonsense, from ordering to this point, I put in a claim through Barclaycard to reclaim the money as I was over chasing them for MY money that they supposedly "didn't take". Miraculously, the money has now been put back in, so I've cancelled the claim. I shouldn't have to chase for my own money back after you have screwed me over. If I hadn't kept on contacting them too, they would have just kept the money as "no money was taken". Absolutely disgraceful way to run a business.”
Helpful Report
Posted 10 months ago
The Fragrance Shop is rated 1.4 based on 288 reviews
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